ComplaintsforSkin Zen Spa

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On ******* 10, 2023 I was charged in the amount of $***** for facial service and told that I could only use it before ******* 31. I also provided them a cancellation form in writing in December, advising them 30 days in advance that I did not want to continue the membership. Since ******* 20, I tried calling and emailing for an appointment and received neither a call or email back. On Feb 7, they attempted to charge my card again for ***** for the membership that I had cancelled. When I try to call the spa, and speak to ***** or ******* they are both rude, stating that they did email me back. They wont allow me to schedule the service for ******* that was not rendered therefore I need help from BBB in receiving the ***** back for services not rendered in ******* and something in writing that states they will not charge my card again.

  Business response

  03/22/2023

  This customer filed a complaint saying that she was unable to book an appointment her last month of active membership.  These statements are untrue and we have responses via email  to her every single time she emailed us.  We asked that she call to book the appointment as that guarantees the day/time that we are offering because we can book it while on the phone with her.  Client claims she didn't receive emails and yet she received several other emails to argue with me.  The monthly membership dues are dues much like a gym membership.  If you do not have an active and current membership then you cannot use the benefits of the membership.  You aren't paying for the service specifically, the agreement/contract states that the service is one of many benefits.  Client agreed to 3 months minimum and then month to month with a 30-day notice of cancellation.  Client completed a cancellation form, initialing and acknowledging that any unused benefits at the time of cancellation would be lost and that services/benefits had to be redeemed during the time the membership was active.  I have copies of email responses to every email she sent requesting an appointment.  We would respond with days and times but she would never confirm.  We also sent sms messages (which I have copies of) showing that we attempted to book the client and responded to every message/email sent.  For whatever reason the client refused to call us to resolve this quickly and easily and continued to go through email but then wouldn't respond.  The spa was closed for 1 full week of business of which in February we did not have electricity due to the winter storm/freeze/ice.  This did limit the days available in February for this last service to be used but there was still plenty of availability.  The last monthly membership dues is billed on the 1st of the month which this was already billed and then it is up to the client to get their services booked and used.  

  It is never our goal to have an unsatisfied client or to have a client pay membership dues and not receive the benefits.  However, we can only do so much.  The client finally answered a call from my spa coordinator (which she bashes her by name in online reviews which I feel is very unprofessional) she was using expletives and being very verbally abusive.  I normally would be happy to make an exception to satisfy the client but since she was choosing to not be honest and was being over the top I am not comfortable having her do business with us and have my employees be exposed to that type of behavior.  

  I have copies of the Agreement/Contract, Cancellation Form with initials on specific items such as last bill date etc., Signed credit card draft authorization form, signed and initialed addendum upon sign-up with specific attention to the cancellation process and benefits of the membership.  The client threatened me with making this complaint with the BBB so I hope that you are able to see past her untrue statements and that this is not a valid complaint.  I am happy to provide you copies of any items mentioned that you would like to see as well as copies of all email communications and sms text logs.

   

  Best,

  *****************************

  Skin Zen Spa

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